Support Partner Team Lead

About the role

HomeMade is seeking a Support Partner Team Lead to oversee a group of Support Partners who deliver case management and advice to older Australians using the company’s technology platform. The role focuses on ensuring customers feel heard, supported and empowered while driving operational excellence.

Key responsibilities

• Lead, coach and develop a team of Support Partners to meet individual and collective KPIs.
• Provide day‑to‑day supervision, conduct performance reviews and identify development opportunities.
• Plan and execute team expansion aligned with community growth and business needs.
• Foster an inclusive, accountable culture and act as the primary escalation point for complex queries.
• Collaborate with Support Partners to create and update personalised support plans for customers.
• Monitor partner work to ensure timely, effective responses to changes in customer circumstances.
• Uphold service standards in line with organisational requirements.

Required profile

• Proven experience leading and managing remote or hybrid teams.
• Strong customer‑focus with ability to drive high‑quality service delivery.
• Excellent communication and coaching skills.
• Ability to handle escalations and make decisions under pressure.
• Commitment to continuous learning and inclusive workplace values.

Required skills

What we offer

• Opportunity to make a meaningful impact on older Australians’ independence.
• Work within a purpose‑driven, technology‑enabled aged‑care organisation.
• Supportive team environment that values growth and development.